World Class Performance Through Total Quality A practical guide to i
TOTAL QUALITY MANAGEMENT (TQM) - A COMPETITIVE EDGE In the context of the European and Western manufacturing challenge being set by the 'Far Eastern Machine', it is of critical importance that manufacturing competitiveness is improved in Western companies
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World Class Performance Through Total Quality A practical guide to implementation Paul Spenley
Director, Consultancy Division Pera International, Swindon, UK
SPRINGER-SCIENCE+BUSINESS MEDIA, B.V.
First edition 1992
©
1992 Paul Spenley
Typeset in 11/13pt PaIatino by E]S Chemical Composition, Bath
ISBN 978-1-4613-6544-0 ISBN 978-1-4615-3484-6 (eBook) DOI 10.1007/978-1-4615-3484-6 Apart from any fair dealing for the purposes of research or private study, or criticism or review, as permitted under the UK Copyright Designs and Patents Act, 1988, this publication may not be reproduced, stored, or transmitted, in any form or by any means, without the prior permission in writing of the publishers, or in the case of reprographic reproduction only in accordance with the terms of the Iicences issued by the Copyright Ucensing Agency in the UK, or in accordance with theterms of Iicences issued by the appropriate Reproduction Rights Organization outside the UK. Enquiries concerning reproduction outside the terms stated here should be sent to the publishers at the UK address printed on this page. The publisher makes no representation, express or implied, with regard to the accuracy of the information contained in this book and cannot accept any legal responsibility or Iiability for any errors or omissions that may be made. A catalogue record for this book is available from the British Ubrary. Ubrary of Congress Cataloging-in-Publication Data available.
To my wife and family
Contents
Part One
Part Two
Preface
ix
Introduction to Total Quality Management (TQM)
1
Chapter 1- Total Quality Managementworldwide effect
3
Chapter 2 - The management methodology
10
Chapter 3 - TQM principles
19
Implementation of TQM
37
Chapter 4 - The executive/management role
39
Chapter 5 - TQM structure and top-down requirements
56
Chapter 6 - Quality policy
71
Chapter 7 - Measurement
76
Chapter 8 - Quality improvement teams
85
Chapter 9 - Education and training
93
Chapter 10 - Involvement and commitment
107
Chapter 11 - Supplier strategy
116
Chapter 12 - Time to market
120
CONTENTS
viii
Chapter 13 - Organizational design
128
Chapter 14 - Summary
137
Part Three Tools and Techniques for TQM Index
141
169
Preface
TOTAL QUALITY MANAGEMENT (TQM) A COMPETITIVE EDGE
In the context of the European and Western manufacturing challenge being set by the 'Far Eastern Machine', it is of critical importance that manufacturing competitiveness is improved in Western companies. The ability to export successfully is becoming even more critical to the economic well-being of developed countries worldwide. The Japanese domination of the motor cycle and domestic consumer markets has had a significant impact on the balance of payments in Western Europe and the USA. All the signs are that Japanese companies are ready and able to enter other markets aggressively, through takeovers, acquisitions and off-shore manufacturing facilities. In Western Europe, the creation of the 'Single Market' in 1992 has provided major opportun
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